Customer Support Engineer
Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market.
Learn how the world's largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.
At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here.
About the Opportunity
As Salsify's Customer Support team grows, we are looking for talented, highly-technical, customer-oriented professionals to join our team.
As the first line of contact with our customers, you play a key role in ensuring their success using Salsify. You are our customer's voice within Salsify as we strive to continually improve our product, our service, and our role as trusted advisors within the e-commerce industry.
As a Support Engineer at Salsify, you will develop and maintain a deep understanding of the Salsify platform and our customers' specific needs while working alongside a team of dedicated and hardworking technical support professionals across the globe. You will gain e-commerce industry knowledge while helping our customers win the digital shelf. We don't expect you to know everything - we want you to ask questions and learn new things while helping us deliver on our Product Experience Management (PXM) vision.
How you'll make an impact:
- Provide exceptional customer support experience (via email, phone, and chat) by combining kindness, thoughtful insights, and concise responses
- Triage, research, and understand the causes, impact, and priority of incoming issues
- Develop an expert understanding of how each customer is unique in the way they use Salsify and operate, and learn how to efficiently apply that knowledge to provide them the support they need and anticipate future questions
- Troubleshoot, investigate, and create detailed bug reports
- Represent the support team while working cross-functionally with other departments; providing insights and advocating for our customers and team
- Recommend or write documentation to train our users and new team members
You'll enjoy this role if you have:
- You have 2 or more years of technical support experience in a fast-paced environment
- You have a history of high performance and are known among your peers as the go-to person for help
- You can clearly and thoughtfully explain new technical concepts to a wide variety of personas
- You have a thirst for knowledge and a desire to teach others - we care more about your ability to learn than pre-existing knowledge
- You are organized and detail-oriented
- You are motivated to be a self-starter and individual performer effectively contributing to overall team productivity and collaboration
- You raise opportunities for process improvements and show a willingness to be part of the solution
- Experience with common support tools like Salesforce and Jira (or similar)
- Participation in 24x7 on-call routine
Bonus points:
- You are technical with a customer-first mindset and comfortable with HTML, APIs, log files, networking, system architecture and solving ambiguous issues
- Excel formula experience a plus - you're comfortable transforming data and manipulating various data types
- Knowledge of the challenges brands and retailers face in the e-commerce industry today
What We Have for You:
- Competitive Salary
- Equity
- 401 (k)
- Unlimited Vacation
- Full Benefits: Medical, Dental, and Vision Insurance
- Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
- FSA: Medical, Commuter, and Dependent Care
- Referral Bonuses
#LI-AN1
#LI-REMOTE
Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on-the-job effectiveness or leadership potential. Our hiring process involves recognizing a person's achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you!
A member of Talent 'talent@salsify.com' will be reaching out about next steps if we would like to move forward.
Salsify's mission is to empower brand manufacturers to win on the digital shelf.
Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify's growth and earned the company numerous top workplace awards.
We are headquartered in Boston, Massachusetts and have hubs in Lisbon (Portugal), Paris (France), and Sydney (Australia). If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you!
Please see our Candidate Privacy Statement for information on the personal data we process in connection with your application.
An Inclusive Place To Work
Salsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Studies have found that people of color and women do not apply to jobs if they do not meet all the requirements. At Salsify we are committed to empowering a diverse workforce. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Accommodations
Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact cx@salsify.com.
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